Grievance Redressal Policy
Effective date: 5 November 2026 · Bluehorizon Services Private Limited
At Portagos, owned and operated by Bluehorizon Services Private Limited, we are dedicated to providing every user with a fair, transparent, and dependable shopping experience.
For the purposes of this Grievance Policy, the terms “we,” “our,” and “us” refer to Bluehorizon Services Private Limited, while “you,” “your,” and “user” refer to customers who use our platform. We are committed to handling every complaint promptly and professionally while adhering to all applicable laws and regulatory requirements.
Understanding A Grievance
A grievance refers to any complaint, concern, or expression of dissatisfaction relating to products or services purchased through our platform. This may include:
Product Issues: Concerns regarding defective luggage or baggage products or product quality.
Delivery Issues: Concerns relating to delayed deliveries, incorrect deliveries, or unsuccessful delivery attempts.
Payment Issues: Transaction failures or other concerns associated with payments.
Return Or Refund Issues: Concerns or difficulties related to returns, exchanges, or refunds.
Customer Support Experience: Dissatisfaction regarding the assistance or support received from our customer support team.
Policy Clarifications: Requests for additional information or clarification concerning company policies.
How To Submit A Grievance
To raise a grievance, please complete the following steps:
Visit the “Contact Us” section provided on our website.
Select the category that most closely matches the nature of your concern.
Provide your Order ID, explain the issue in detail, and attach any relevant supporting documents or images.
Submit the grievance for review by our support team.
Once your grievance has been submitted, our team will assess the matter and provide an appropriate response.
Escalation To The Grievance Officer
If your concern remains unresolved or you are not satisfied with the response received:
You may escalate the matter to the designated Grievance Officer.
Escalated grievances will be handled in accordance with the Information Technology Act, 2000, as well as other applicable regulations.
The Grievance Officer will assess the matter fairly and impartially.
The Grievance Officer may be contacted at (mention email).
Grievance Resolution Process
Acknowledgement: A confirmation email acknowledging receipt of your grievance will be sent within 48 hours.
Reference Number: You will receive a unique reference ID that can be used to track the status of your complaint.
Resolution Timeframe: Grievances will generally be resolved within 7 working days or within the timeframe prescribed by applicable law.
Status Updates: Updates concerning the progress of your grievance will be communicated through your registered contact details.
Closure Of Grievances
A grievance will be regarded as resolved and closed under any of the following circumstances:
The support team or Grievance Officer has provided a satisfactory resolution.
The user does not respond within a reasonable period after the resolution has been communicated.
A final decision has been reached in accordance with company policies and applicable legal requirements.
Contact Information
For questions, support requests, or to submit a grievance, please contact us at (mention email)
We remain committed to resolving your concerns promptly while maintaining fairness, transparency, and professionalism throughout the grievance resolution process.